Evaluation Design of Banks: Development and Validation of a Comprehensive Assessment Tool Based on Principles

Universal Design (UD) means designing the products and environments everyone can use as far as possible without requiring specialized compatibility or design. The present study aimed to design and develop a comprehensive and valid checklist to evaluate the design of banks based on UD principles and implement it in Iranian banks.

Based on the seven UD principles and using a mixed methods sequential exploratory design, an initial checklist with 61 items was developed. Then, its psychometric properties were evaluated based on face and content validity and inter-rater agreement. The final checklist was prepared based on the results of this stage and used in the next stage to evaluate the design of 17 banks.

The final checklist consisted of 10 areas (as per the seven UD principles). The Content Validity Ratio (CVR) and Content Validity Index (CVI) were calculated as 0.91 and 0.93, respectively. Based on areas of the checklist, all the evaluated banks showed many problems, the most significant of which were related to the areas of equal use by different groups, flexibility in use, and the size and space of access and use.

The present study’s findings led to the design of a comprehensive and standard checklist to evaluate the design of banks in terms of UD principles. The results indicated that the UD principles were not observed in most studied banks, and they need to implement targeted design interventions.